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Support Programs
Customer Support Packages
Our two support packages – Platinum and Gold – are designed to deliver the right level of support, at the right price, to meet your specific needs. nCipher can also provide on-site technical support as needed.
For more information on our support packages, e-mail us at sales@ncipher.com.
About Platinum Support
Extended Coverage Support
24x7 response via telephone, pagers and cell phones |
email Support
9 a.m. – 6 p.m. EST
9 a.m. – 5:30 p.m. GMT
Monday to Friday, excluding nCipher holidays |
Software/Firmware/ Document Updates
Online via nCipher Software Download System (NSDS) |
Electronic Notices
Electronic notices (via email) alerting customers to new releases of software |
Escalation Management
Timely escalation and resolution of customer issues |
Call Tracking
Monitoring and tracking of all customer issues |
Repair/Replacement of Units
Next business day shipping
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About Gold Support
Telephone Support
9 a.m. – 6 p.m. EST
9 a.m. – 5:30 p.m. GMT
Monday to Friday, excluding nCipher holidays |
email Support
9 a.m. – 6 p.m. EST
9 a.m. – 5:30 p.m. GMT
Monday to Friday, excluding nCipher holidays |
Software/Firmware/ Document Updates
Online: nCipher Software Download System (NSDS) |
Electronic Notices
Electronic notices (via email) alerting customers to new releases of software |
Escalation Management
Timely escalation and resolution of customer issues |
Call Tracking
Monitoring and tracking of all customer issues |
Repair/Replacement of Units
Replacement of verified faulty units within 3 business days (subject to export regulations) of nCipher's receipt of returned HSM from customer. |
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